Experienced Customer Service Representative – Delivering Exceptional Support in Higher Education and Healthcare, Full Remote Opportunity within the Tri-County Area

Introduction to arenaflex

arenaflex is a leading institution dedicated to academic excellence and innovation, founded on the principles of providing exceptional education and healthcare services. With a strong commitment to its students, faculty, staff, and the community, arenaflex offers a comprehensive range of programs and services that cater to the diverse needs of its constituents. As a not-for-profit, independent organization, arenaflex prioritizes the well-being and success of its members, fostering a culture of inclusivity, respect, and excellence.

Job Overview

We are seeking an experienced and highly skilled Customer Service Representative to join our team at arenaflex. As a key member of our customer service team, you will be responsible for delivering exceptional front-line assistance and troubleshooting to new and returning patients, students, parents, and staff. Your primary goal will be to address inquiries or issues regarding admissions, enrollment, registration, financial aid, student records, patient care activities, accurate appointment scheduling, and pre-registration services, ensuring first contact resolution and a seamless customer experience.

Key Responsibilities

• Support the achievement of key metrics by delivering exceptional customer service across various channels, including voice, email, web chats, texts, and faxes.
• Assist with admissions, enrollment, registration, and financial aid processes, addressing students' reasons for inquiry, answering questions, and providing necessary support.
• Utilize ERP and/or CRM systems to review prospective and current student records, identifying steps and documents needed to facilitate the enrollment and registration process.
• Provide general information on academic procedures and processes, such as student onboarding, academic advising, testing, and academic and financial holds.
• Lead students through enrollment processes, including web registration, account creation, program application, FAFSA, accessing email, transcript requests, setting up payment plans, and enrollment verifications.
• Instruct students on navigating the student portal to execute self-service actions, reviewing submitted forms and paperwork for completeness.
• Route and re-route students to appropriate campus offices and personnel for more in-depth information, assistance, and problem resolution.
• Schedule patient appointments for primary and specialty care physician visits, accessing Electronic Medical Records (EMR) to complete scheduling and registration, confirm appointments, verify information, and resolve user issues.
• Identify patient liability, out-of-pocket expenses, and advise patients on past due balances, coordinating referrals and insurance requirements to ensure maximum benefits for services.
• Ensure accurate pre-appointment registration, explain policies and procedures to patients using medical or administrative knowledge, and refer patients to appropriate healthcare services or resources.

Essential Qualifications

• Associate or Bachelor's degree preferred.
• One year of customer service experience in higher education, student services, and/or healthcare, or closely related experience.
• Knowledge of academic and Title IV programs, policies, and procedures, including institutional policies and federal and state regulations.
• Experience using Banner, Recruit, and/or Avaya systems.
• Knowledge of medical terminology and terminology used by insurance and managed care health plans.
• Knowledge of the Health Insurance Portability and Accountability Act (HIPAA).
• Experience using NextGen and/or Avaya systems.
• Bilingual proficiency in English and Spanish is preferred.

Skills and Competencies

• Excellent communication and interpersonal skills.
• Ability to work in a fast-paced environment, prioritizing multiple tasks and responsibilities.
• Strong problem-solving and analytical skills, with attention to detail and accuracy.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Proficiency in using technology, including ERP and CRM systems, telephony software, and Electronic Medical Records (EMR).
• Strong customer service skills, with a focus on delivering exceptional support and ensuring customer satisfaction.

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to training and development opportunities, enabling you to enhance your skills and knowledge in customer service, higher education, and healthcare. You will also have the opportunity to work with a diverse range of stakeholders, including students, parents, faculty, and staff, and contribute to the success of our institution.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive organization that values diversity, equity, and inclusion. We foster a culture of respect, empathy, and excellence, and our employees are expected to demonstrate these values in their interactions with students, colleagues, and the community. As a remote worker, you will be part of a virtual team that is committed to delivering exceptional customer service and support to our constituents.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including tuition waiver, retirement plan, excellent medical and dental plans, and more. We also provide a range of perks and benefits, including professional development opportunities, flexible working arrangements, and a supportive work environment.

Conclusion

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support and service, we encourage you to apply for this exciting opportunity at arenaflex. As a Customer Service Representative, you will play a critical role in ensuring the success and satisfaction of our students, patients, and staff, and contributing to the growth and development of our institution. Apply now to join our team and become part of a dynamic and inclusive organization that values excellence, diversity, and customer satisfaction.